Extra R200 for a debit oder rejection yet they can help to change the banking details.

I'm requesting ti change my banking details for my debit oder as my previous account is no longer in use due to ***** activity. The telling me that will still debit the old account. Cause I have to change it 10 days before. This means that I will have to pay a R200 extra for the rejection . I have been trying to call they call centr for the past 2 weeks to change with no luck. When they services are not working they don't pay us back for the days we are out coverage. This is the last contact I will have with them . MXM.